Director, Guest Relations
Paramount Pictures
Hollywood, CAThis was removed by the employer on 10/4/2019 10:55:00 AM PST
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Full Time Job
The Director, Guest Relations is a highly visible role within the Studio Group, responsible for overseeing the Page Program and the day-to-day operations and sales of Tour Operations. The position will also manage the Tour Center. Responsibilities to include:
• Manage the daily operations of the Executive, VIP and Public Tour programs , including resolving guest concerns and ensuring customer satisfaction
• Conduct performance and satisfaction audits to ensure highest levels of satisfaction from our guests
• Sales responsibility for sourcing and building new/existing revenue sources that drive off peak and shoulder business through wholesalers, tour operators and online channels
• Responsible for creation, design and implementation of new tours and tour improvements
• Ensure departmental policies and SOPs are followed by all staff
• Act as liaison to on-lot productions for the logistics and planning of audience services and tour related requests
• Recruit, select and train new and VIP Pages (50-60/year) to ensure revenue growth in the tour business
• Promote the retention & conversion of Pages into full time positions within Paramount
• Prepare and administer the annual budgets for Guest Relations and Studio Tours
• Handle the formulation of monthly forecasts, analysis of monthly variances between budget and actuals, quarterly financial reports, accruals, payroll and general financial responsibilities
• Oversee the Page Utility Program and all general staffing requests. Fields temporary labor requests and ensures that services are provided in a timely and efficient manner while providing the Pages with learning experiences
• Field media enquires and accommodates special interest requests from travel writers and entertainment publications
• Attend industry functions that identify new services and marketing plans to promote the tour business
• Work closely with the Vice President to ensure guest service, budget and sales goals are met
Basic Qualifications
• 7 years' experience in a guest service role, ideally from a tour business, travel and/or entertainment industry background
• 5 years' experience in a management or supervisory role, with experience hiring and training new team members
• Proven success in achieving budget goals, and achieving or surpassing sales goals
• Strong interpersonal skills with the ability to provide a high level of guest/customer service, and forge strong relationships within the studio itself
• Bachelor's Degree strongly desired OR equivalent experience
Additional Qualifications
• Familiar with the backend of online ticketing process is a plus
• The ability to work off hours as needed